"I've had TAC close cases that were not even close to being resolved. I assume that there's some type of reward structure for closing cases quickly."
It seems to me that the clients should close the case because they are the only one who can tell whether the problem has been resolved to their satisfaction ... I don't have access to the TAC Case Tool kit because I have no contract agreement with Cisco. Is there a button somewhere on the electronic form that says "Close"? Thank you, Pierre-Alex -----Original Message----- From: Craig Columbus [mailto:[EMAIL PROTECTED]] Sent: Sunday, April 21, 2002 10:08 AM To: Pierre-Alex Guanel Cc: [EMAIL PROTECTED] Subject: Re: TAC [7:42141] In my experience, either side can close the case. I've had TAC close cases that were not even close to being resolved. I assume that there's some type of reward structure for closing cases quickly. On another topic, has anyone had the experience that TAC is perhaps slipping a bit when it comes to the quality of the first line engineers? I don't remember having any problems with TAC until about the time Cisco's stock price started seriously dropping. Since that time, I've had several occurrences where I've had extremely rude and/or incompetent people initially handle my TAC cases. In each instance, I've had to get rude back and insist that they drop the case and transfer me to their supervisor. Once transferred, I got the superior TAC support that I'm used to. I spoke with a colleague about this, and he told me that he's had exactly the same experience. What's been your experience? Has this happened with increasing frequency to any of you? Craig At 10:28 AM 4/21/2002 -0400, you wrote: >You have worked with TAC on a case. The problem is resolved. > >Who will close the case? The TAC engineer or the customer > >Thanks, > >Pierre-Alex Message Posted at: http://www.groupstudy.com/form/read.php?f=7&i=42148&t=42141 -------------------------------------------------- FAQ, list archives, and subscription info: http://www.groupstudy.com/list/cisco.html Report misconduct and Nondisclosure violations to [EMAIL PROTECTED]
